Summary

This workflow automates the ticket dispatching process by intelligently assigning incoming support tickets to the most qualified and available technicians. The solution evaluates multiple factors including technician skills, certifications, current workload, availability schedules, historical performance, customer preferences, and SLA requirements to make optimal assignment decisions. By eliminating manual dispatching overhead, the workflow ensures faster ticket response times, balanced workload distribution, and improved customer satisfaction through consistent and fair ticket allocation.

Usage

Prerequisites

Before using this workflow, ensure the following requirements are met:

PSA Integration: Configure your PSA system integration (ConnectWise Manage, Autotask, Halo PSA, etc.) with the following permissions:
- Ticket read and update access
- Technician/resource read access
- Schedule/calendar read access
- Service board access
- Time entry read access (for workload calculation)
- Company/client read access
- SLA policy access
Technician Skills Database: Maintain an updated skills matrix including:
- Technical competencies and certifications
- Product/vendor specializations
- Language capabilities
- Industry expertise
- Skill proficiency levels (beginner, intermediate, expert)
Organizational Variables: Configure the following organizational variables in your Rewst environment:
- dispatching_enabled: Boolean to enable/disable automatic dispatching
- dispatching_mode: skills_based, round_robin, least_busy, or hybrid
- max_tickets_per_technician: Maximum active tickets per technician
- workload_calculation_method: How to calculate current workload (ticket_count, estimated_hours, weighted)
- sla_priority_weight: How heavily to weight SLA urgency (0.0-1.0)
- skill_match_threshold: Minimum skill match percentage required (0-100)
- allow_overflow_assignment: Assign even if technician is at capacity
- business_hours_only: Only dispatch during business hours
- preferred_tech_priority: Whether to honor customer preferred technician requests
Availability Management: Ensure the following are configured:
- Technician work schedules (standard hours, shifts)
- Time-off and vacation calendars
- On-call schedules
- Break schedules
- Out-of-office status tracking
Assignment Rules: Define rules for:
- VIP customer handling
- Escalation paths
- Specialized ticket types (e.g., security incidents)
- Geographic/time zone considerations
- Account-specific technician assignments

Configuration Steps

Import the workflow into your Rewst environment
Configure the required PSA integration
Set up the organizational variables listed above
Create and maintain technician skills profiles
Define ticket category to skill mappings
Configure workload calculation parameters
Set up availability tracking integrations
Define assignment rules and preferences
Configure notification settings for assignments
Set up fallback/overflow assignment rules
Test the workflow with various ticket scenarios

Workflow Inputs

The workflow can be executed with the following input parameters:

Parameter	Type	Required	Description
`ticket_id`	String	Yes	The PSA ticket ID to dispatch
`ticket_category`	String	Yes	Ticket category/type for skill matching
`ticket_priority`	String	Yes	Priority level (Low, Medium, High, Critical)
`ticket_board`	String	Yes	Service board the ticket belongs to
`company_id`	String	Yes	Company/client ID for preferred tech lookup
`required_skills`	Array	No	Specific skills required for the ticket
`sla_due_date`	String	No	SLA deadline for the ticket (ISO 8601)
`customer_preferred_tech`	String	No	Customer's preferred technician ID
`geographic_location`	String	No	Location for geographic routing
`language_requirement`	String	No	Required language (e.g., `Spanish`, `French`)
`exclude_technicians`	Array	No	Technician IDs to exclude from assignment
`force_assignment`	Boolean	No	Assign even if no perfect match. Default: `true`
`override_workload_limit`	Boolean	No	Allow assignment over workload limit. Default: `false`
`dispatch_immediately`	Boolean	No	Dispatch immediately or queue for next cycle. Default: `true`

Execution

Event-Driven Trigger (Recommended)

Configure the workflow to trigger automatically when:

A new ticket is created in unassigned status
A ticket is moved to a dispatching queue
A ticket is escalated and needs reassignment
A ticket is returned/rejected by a technician
SLA deadline is approaching on unassigned ticket

Scheduled Batch Processing

Run the workflow on a schedule to process unassigned tickets:

Configure the workflow to run every 5-15 minutes
Query for all unassigned tickets in dispatch queues
Process tickets in priority order
Dispatch multiple tickets in a single execution

Manual Dispatch

Navigate to the workflow in the Rewst platform
Click "Run Workflow"
Enter the ticket ID and any specific requirements
Review recommended technicians before confirming
Click "Execute" to assign the ticket

API Trigger

Integrate with external dispatch systems or custom interfaces by calling the Rewst API endpoint with ticket details in JSON format.

Dispatching Logic

The workflow evaluates technicians using the following criteria:

1. Skills Matching

Matches ticket category/type to technician skills
Evaluates required certifications or specializations
Considers skill proficiency levels
Calculates skill match percentage

2. Availability Assessment

Checks current work schedule and shift status
Verifies not on vacation or time off
Confirms not in meetings or training
Validates within working hours (if configured)

3. Workload Evaluation

Counts current active tickets
Calculates total estimated hours remaining
Considers ticket priorities and deadlines
Applies weighted scoring if configured

4. Performance Metrics

Reviews average resolution time for similar tickets
Considers customer satisfaction scores
Evaluates ticket completion rate
Factors in escalation history

5. Customer Preferences

Honors customer-requested technicians
Considers previous technician assignments
Respects account-specific technician assignments
Applies VIP customer preferences

6. SLA Compliance

Prioritizes tickets approaching SLA breach
Assigns to technicians with best on-time performance
Considers timezone alignment for global support

7. Geographic/Language Factors

Matches technician location to ticket location (if applicable)
Ensures language requirements are met
Considers on-site vs remote support capabilities

Scoring Algorithm

Each technician receives a composite score based on weighted factors:

Total Score = (Skill Match × 0.30) + 
              (Availability × 0.25) + 
              (Workload × 0.20) + 
              (Performance × 0.15) + 
              (Customer Preference × 0.10)

The technician with the highest score is assigned the ticket. Weights can be customized in the workflow configuration.

Post-Execution Steps

After the workflow completes successfully:

Verify Assignment:
- Confirm the ticket was assigned to a technician in the PSA
- Verify the assignment shows in the technician's queue
- Check that assignment timestamp is recorded
Notification Confirmation:
- Verify technician received assignment notification
- Confirm ticket details are accessible to technician
- Check that customer received assignment notification (if configured)
Monitor Response:
- Track time to first response
- Monitor for technician acceptance/rejection
- Watch for SLA compliance
Handle Exceptions:
- Review any tickets that couldn't be dispatched
- Address technicians who are over capacity
- Investigate failed assignments
Reporting:
- Update dispatch metrics dashboard
- Track assignment distribution across technicians
- Monitor average time-to-dispatch

Returned Data

The workflow returns the following data upon completion:

{
  "success": true,
  "ticket_id": "12345",
  "ticket_info": {
    "subject": "Email connection issues in Outlook",
    "category": "Email Support",
    "priority": "High",
    "board": "Service Desk",
    "company": "Acme Corporation",
    "sla_due": "2026-01-13T18:00:00Z",
    "sla_hours_remaining": 2.5
  },
  "dispatching_results": {
    "assigned": true,
    "assigned_technician": {
      "technician_id": "tech-456",
      "name": "Sarah Johnson",
      "email": "sarah.johnson@company.com",
      "phone": "+1-555-0123",
      "specialization": "Email & Communication"
    },
    "assignment_timestamp": "2026-01-13T15:30:00Z",
    "time_to_dispatch_seconds": 12,
    "assignment_method": "skills_based"
  },
  "evaluation_summary": {
    "candidates_evaluated": 8,
    "candidates_available": 6,
    "candidates_qualified": 4,
    "top_candidate_score": 87.5,
    "assignment_confidence": "high"
  },
  "assigned_technician_details": {
    "current_workload": {
      "active_tickets": 7,
      "capacity_percentage": 70,
      "estimated_hours_remaining": 14.5
    },
    "skill_match": {
      "primary_skills_matched": ["Email Support", "Office 365", "Exchange"],
      "skill_match_percentage": 95,
      "certifications": ["Microsoft 365 Certified", "CompTIA A+"]
    },
    "availability": {
      "status": "available",
      "current_shift": "Morning (8:00 AM - 4:00 PM)",
      "breaks_scheduled": [],
      "next_meeting": "2026-01-13T16:00:00Z"
    },
    "performance_metrics": {
      "average_resolution_time_hours": 3.2,
      "customer_satisfaction_score": 4.7,
      "tickets_resolved_this_week": 12,
      "on_time_resolution_rate": 94.5
    },
    "customer_history": {
      "previous_tickets_for_company": 15,
      "customer_satisfaction_avg": 4.8,
      "preferred_technician": true
    }
  },
  "alternative_candidates": [
    {
      "technician_id": "tech-789",
      "name": "Michael Chen",
      "score": 82.3,
      "skill_match_percentage": 90,
      "current_workload": 8,
      "reason_not_selected": "Slightly lower skill match and higher workload"
    },
    {
      "technician_id": "tech-234",
      "name": "Emily Rodriguez",
      "score": 78.9,
      "skill_match_percentage": 85,
      "current_workload": 5,
      "reason_not_selected": "Not customer's preferred technician"
    }
  ],
  "dispatching_rules_applied": [
    {
      "rule": "customer_preferred_technician",
      "applied": true,
      "impact": "+10 points to score"
    },
    {
      "rule": "sla_urgency_boost",
      "applied": true,
      "impact": "Prioritized high-score available technicians"
    },
    {
      "rule": "workload_balancing",
      "applied": true,
      "impact": "Excluded technicians over 85% capacity"
    }
  ],
  "notifications_sent": {
    "technician_notification": {
      "sent": true,
      "recipient": "sarah.johnson@company.com",
      "channels": ["email", "mobile_push"],
      "timestamp": "2026-01-13T15:30:05Z"
    },
    "customer_notification": {
      "sent": true,
      "recipient": "contact@acmecorp.com",
      "message": "Your ticket has been assigned to Sarah Johnson",
      "timestamp": "2026-01-13T15:30:10Z"
    },
    "manager_notification": {
      "sent": false,
      "reason": "High priority threshold not met"
    }
  },
  "sla_tracking": {
    "sla_policy": "4-Hour Response Time",
    "sla_deadline": "2026-01-13T18:00:00Z",
    "time_remaining_hours": 2.5,
    "expected_first_response": "2026-01-13T15:45:00Z",
    "sla_risk_level": "medium",
    "on_track": true
  },
  "audit_trail": {
    "workflow_run_id": "dispatch-12345-run-001",
    "initiated_by": "system_automation",
    "initiated_timestamp": "2026-01-13T15:29:48Z",
    "completed_timestamp": "2026-01-13T15:30:00Z",
    "duration_seconds": 12,
    "algorithm_version": "v2.5.1"
  }
}

Data Structure Details

Success Indicators

success: Boolean indicating whether dispatching was successful
ticket_id: The ticket that was dispatched
ticket_info: Summary of ticket details including SLA information

Dispatching Results

assigned: Whether the ticket was successfully assigned
assigned_technician: Complete details of the assigned technician
assignment_timestamp: When the assignment was made
time_to_dispatch_seconds: Processing time from trigger to assignment
assignment_method: The dispatching algorithm used

Evaluation Summary

candidates_evaluated: Total technicians considered
candidates_available: Technicians currently available
candidates_qualified: Technicians meeting skill requirements
top_candidate_score: Highest scoring technician's score
assignment_confidence: Confidence level in the assignment (low, medium, high)

Assigned Technician Details

Comprehensive information about the assigned technician including:

current_workload: Active tickets, capacity, and estimated hours
skill_match: Matched skills, percentage, and certifications
availability: Current status, shift, breaks, and schedule
performance_metrics: Historical performance data
customer_history: Previous work with this customer

Alternative Candidates

List of other qualified technicians with scores and reasons they weren't selected, useful for reassignment scenarios

Dispatching Rules Applied

Details of which assignment rules were triggered and their impact on the final decision

Notifications Sent

Confirmation of all notifications sent to technicians, customers, and managers

SLA Tracking

SLA policy details, deadlines, and compliance tracking information

Error Handling

If the workflow encounters errors or cannot find a suitable technician:

{
  "success": false,
  "ticket_id": "12345",
  "dispatching_results": {
    "assigned": false,
    "reason": "NO_QUALIFIED_TECHNICIANS_AVAILABLE"
  },
  "error_details": {
    "type": "DISPATCHING_FAILED",
    "message": "No technicians available with required skills during business hours",
    "code": "ERR-DISPATCH-001",
    "timestamp": "2026-01-13T15:30:00Z"
  },
  "evaluation_summary": {
    "candidates_evaluated": 12,
    "candidates_available": 0,
    "candidates_qualified": 3,
    "blocking_factors": [
      {
        "factor": "availability",
        "details": "All qualified technicians are out of office or at capacity"
      }
    ]
  },
  "fallback_action": {
    "action_taken": "escalated_to_manager",
    "escalated_to": "dispatch.manager@company.com",
    "notification_sent": true,
    "ticket_status": "Pending Dispatch",
    "manual_assignment_required": true
  },
  "recommended_actions": [
    "Review technician schedules and availability",
    "Consider expanding skill requirements",
    "Enable override_workload_limit to assign to busy technicians",
    "Wait for next dispatch cycle (15 minutes)"
  ]
}

Common error types:

NO_QUALIFIED_TECHNICIANS_AVAILABLE: No technicians with required skills
ALL_TECHNICIANS_AT_CAPACITY: All qualified technicians have full workload
BUSINESS_HOURS_RESTRICTION: Outside configured business hours
SKILL_MATCH_BELOW_THRESHOLD: No technicians meet minimum skill match
SLA_ALREADY_BREACHED: Ticket SLA already violated, escalation needed
INVALID_TICKET_DATA: Missing required ticket information
PSA_UPDATE_FAILED: Unable to update ticket assignment in PSA
TECHNICIAN_UNAVAILABLE: Selected technician went offline before assignment

Dispatching Strategies

The workflow supports multiple dispatching strategies:

Skills-Based Routing

Prioritizes skill matching above all other factors. Best for specialized technical support where expertise is critical.

Round Robin

Distributes tickets evenly across all qualified technicians in rotation. Best for general support with similar skill levels.

Least Busy

Assigns to the technician with the lowest current workload. Best for balancing team utilization.

Hybrid (Recommended)

Combines multiple factors with configurable weights. Balances skills, availability, workload, and performance for optimal assignments.

SLA-Driven

Prioritizes technicians with best on-time performance for high-priority or deadline-sensitive tickets.

Customer Preference

Honors customer-requested technicians when available and qualified.

Best Practices

Regular Skills Updates: Keep technician skill profiles current with training and certifications
Workload Monitoring: Regularly review and adjust maximum ticket thresholds
Performance Reviews: Use dispatching data to identify training needs and top performers
SLA Configuration: Set realistic SLA policies and ensure technicians understand priorities
Availability Accuracy: Ensure calendars and schedules are kept up-to-date
Fair Distribution: Monitor assignment patterns to prevent burnout or underutilization
Customer Communication: Notify customers of assignments and expected response times
Escalation Paths: Define clear escalation procedures when dispatching fails
After-Hours Strategy: Configure on-call rotation or after-hours dispatching rules
Metrics Tracking: Monitor key metrics like time-to-assignment, first-response time, and workload balance
Feedback Loop: Collect feedback from technicians on assignment quality and workload
Override Capabilities: Allow dispatchers to manually override when needed
Geographic Consideration: Factor in time zones for global support operations
Specialization Balance: Ensure specialist technicians aren't overwhelmed while generalists are underutilized
Continuous Improvement: Regularly review and refine dispatching rules based on outcomes

Changelog

2026-01-22

Initial version of the document

Usage

Prerequisites​

Configuration Steps​

Workflow Inputs​

Execution​

Event-Driven Trigger (Recommended)​

Scheduled Batch Processing​

Manual Dispatch​

API Trigger​

Dispatching Logic​

1. Skills Matching​

2. Availability Assessment​

3. Workload Evaluation​

4. Performance Metrics​

5. Customer Preferences​

6. SLA Compliance​

7. Geographic/Language Factors​

Scoring Algorithm​

Post-Execution Steps​

Returned Data

Data Structure Details​

Success Indicators​

Dispatching Results​

Evaluation Summary​

Assigned Technician Details​

Alternative Candidates​

Dispatching Rules Applied​

Notifications Sent​

SLA Tracking​

Error Handling​

Dispatching Strategies​

Skills-Based Routing​

Round Robin​

Least Busy​

Hybrid (Recommended)​

SLA-Driven​

Customer Preference​

Best Practices​

Changelog​

2026-01-22​